UW Information Technology

2007 Customer Satisfaction Survey

About the Survey

In February 2007, Computing & Communications
(now named UW Information Technology) asked a random sample of faculty, staff, and
students (undergraduate and graduate) to participate in a
customer satisfaction survey, the first
undertaken. We’d like to share the results. The purpose of
the survey was to:

  • Identify areas of satisfaction and
    dissatisfaction
  • Find out what improvements are seen as important to
    make
  • Use this data to prioritize continuous improvement
    initiatives

Approximately 1700 members of the UW community received
the invitation to take the survey online and 735 (43
percent) did so. We thank them for the time they took to
provide feedback to us. The survey questions covered a
number of topics including the UW network, email,
telephones, security, Web publishing, getting help, and
several other areas.

To ensure objectivity and confidentiality, we hired the
consulting firm MOR Associates to carry out the survey,
analyze the data, and prepare a report. MOR Associates has
done similar surveys for the IT (information technology)
units at MIT, Stanford, the University of Chicago, and
other universities.

Some of the responses were optional fill-in the blank or
an opportunity to provide more detail if “other” was
selected as a response. These are not part of the
statistics, but rather are being used to identify efforts
that can be woven into our continuous improvement
initiatives.

We invite you to look over the survey results and thank
you for your interest. We are committed to
improving our customers’ experiences by continuing to
enhance our services and responsiveness.

Survey Results

You can download the following PDFs of the report: